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My main use case for Genesys Cloud CX is for the purpose of a call center. A quick specific example of how I use Genesys Cloud CX in my call center operations is the creation of users, with the phone, and setting of users for how they will take the call.

Genesys Cloud CX can be used for the creation of the call center, determining how the call will be taken by the agent, what the delay time will be, how the call should move from one agent to another agent, and what the specifications are for when the agent will be available. At that time, I can set up holidays and other related settings.

Genesys Cloud CX has impacted my organization positively by decreasing the efforts required. The support and all kinds of changes are less demanding. I need less manpower to manage this solution. The management is easy, and I can even hand over a few tasks to the one who is using this platform. It is very simple for the working scenario of the current situation.

On the side of managing, I have seen outcomes such as needing less management, less manpower, and less time in managing this solution.

In my opinion, the best features Genesys Cloud CX offers are the cloud connectivity features, which are really great and seamless. The functioning is very seamless. I can connect any provider over the cloud without any problem, and the connection is very perfect. There is a very rare chance I will ever see a call drop, and when call drops do occur, they mostly come from the provider side. If I make any wrong connection, I do not think there is any call drop on that side. The functionality is really great.

Regarding the features of Genesys Cloud CX, I would like to add that from my self-service network or any network, it works on the VPN as well without any fluctuations.

Genesys Cloud CX integrates with other tools or systems in my organization very well. When it comes to integration, it is working really well for my telephone setup, and it has been working as a seamless integration.

I monitor and measure performance or quality when using Genesys Cloud CX with the data it provides. The data is really helpful for me, and it has been very helpful for my future perspective.

Genesys Cloud CX's reporting and analytics functionality is really fine. I think there is not much improvement needed from the organization's side. They have very good reporting, which provides me a very clear picture of how the scenario is working right now. I do not think there is much improvement needed in that area. These features are working very well for me.

Genesys Cloud CX can be improved by reducing the cost a little bit for a smaller company to be on board with Genesys Cloud CX. They can also make study materials easily available, so I do not need to take third-party support on that side. That would save my cost and time, and the study material would help me in understanding the scenarios that I am making for the agents.

Regarding the needed improvements, I have already mentioned that it is just the pricing and easily available study material.

I have been using Genesys Cloud CX for two years now.

In my experience, Genesys Cloud CX is stable.

For scalability, I do not think there is a need for any other additional application because Genesys Cloud CX is cloud-implemented and it is very easy for me to implement the cloud to make the decisions.

Genesys Cloud CX's scalability is very fine and seamless. If I want to work with that, I think it will help me instantly. The scalability is really good.

The customer support for Genesys Cloud CX is a little bit slower for me, and I am not sure why. However, from other vendors, I have seen that they have told me that the customer support is good. I think that is totally relevant to the support I have taken from the organization.

I previously used a different solution before Genesys Cloud CX, and I switched because it did not have that much capability on the cloud. It was growing very slowly, and as the requirement for the cloud shifted, I thought it was a good option to switch to another vendor which would help me in my future goals.

For the integration part of Genesys Cloud CX initially, it is a little bit hard. However, overall, I should tell I that it is not that hard to the point that it would lead me to take the help of a third party or any help from another source.

I have not made any analysis regarding the return on investment with Genesys Cloud CX regarding money saved, time saved, or fewer employees needed, and I was not involved in that analysis.

My experience with pricing, setup cost, and licensing for Genesys Cloud CX is that the pricing is a little high. Integration is not that difficult, but the integration with the application that I am using is a little bit on the harder side. The licensing cost is a little bit higher.

Before choosing Genesys Cloud CX, I evaluated other options, including Microsoft Teams.

I rate Genesys Cloud CX as an eight point five out of ten. I chose this rating because it is very good to work with. It saves my time and it is very efficiently working without any issues.

Regarding Genesys Cloud CX's AI capabilities, I have not implemented it yet, but I am thinking to implement it in the future, so I am still working on that.

When the implemented data will be more, I can judge the accuracy and efficiency of Genesys Cloud CX's AI capabilities.

I handle training and onboarding new users to Genesys Cloud CX easily by just telling the user, and they automatically can see the cloud implementation from there.

Genesys Cloud CX handles compliance requirements in my industry by looking to implement AI, so I think that is going to help me in the future.

I see Genesys Cloud CX supporting my organization's long-term goals because I am also changing and making the changes that are required with technology.

My advice to others looking into using Genesys Cloud CX is that it is really easy if I want to have a cloud solution for a larger organization and want to have all the features that a call center would have. If I want to make some adjustments in that which other providers are not providing, I think Genesys Cloud CX is a really good option.

My main use case for Odigo is campaigns to recover debt from clients and operating as a call center with clients. For example, if a customer does not pay on time, we execute campaigns. We have more than ten campaigns. If a client belongs to one campaign, we contact them and attempt to recover the debt, trying to get them to pay. This is the main case, and we have also implemented an IVR process to facilitate customers paying without an agent, only with a machine.

Odigo's best features include a clear look and feel, excellent responsiveness, and ease of customizing fields and screens. We are using special screens in Odigo to personalize the main screen when a customer is contacted with personal information and contract information. We have also implemented a link to reach the 360 vision from SAP directly from Odigo.

Odigo has had a very good impact on my organization because the department working with this tool has experienced very positive change. It is a tool that makes it very clear to get information and reports, and it is beneficial for both agents and supervisors.

The more important KPIs are checked by the supervisor. They are also very interested in the reports of incoming recovered money from customers, which are very important for this use case and for the team.

I think it would be better if Odigo had more development tools to integrate with third-party tools. Needed improvements for Odigo would be integration with third parties because we have extensive integration with SAP. For us, it would be complex to do some integrations, but we are working with a good development team from Odigo, and it would be easy to work with them. However, we need more APIs to get some information or to get some keys from Odigo.

I have been using Odigo for more than one year.

Odigo is stable.

Odigo's scalability is easy to achieve because they have many blocks and specific tools to make scalability possible.

The customer support for Odigo is great. We do not have any problem with the support, and sometimes when we need to create an incident, solve an incident, or create a ticket, it is easy and quick to do with the provider team.

I did not previously use a different solution before Odigo.

I have seen a return on investment with Odigo because the use case is to save money and also to save time. Both money and time are saved.

I did not evaluate other options before choosing Odigo.

The main advice I would give to others looking into using Odigo would be to take time to design the process and the integrations before working in the tool. I rated this review nine out of ten.